Lead - Customer Care

Iron Mountain; Bengaluru; On-site; INR 6,00,000 - 8,50,000; Full time

Job summary

A global leader in information management is seeking a Marketing Development Associate to qualify and nurture leads from marketing efforts. The role requires at least 2 years of experience in sales or customer service and a Bachelor's degree. Strong communication skills and proficiency in Salesforce.com are necessary. The position is on-site in Bengaluru, Karnataka, and offers opportunities for growth and development within the company.

Qualifications

• 2+ years of sales, marketing, customer service or call centre experience.
• Ability to manage leads through the lead process in Salesforce.com.

Responsibilities

• Qualify and nurture leads from marketing campaigns.
• Present qualified leads to the outside sales team.
• Contact and qualify cold target prospects.

Skills

Strong verbal and written communication skills in English

Outgoing and customer-obsessed

Process-oriented and detail-oriented

Ability to work with minimum supervision

Experience using social media (LinkedIn)

Education

Bachelor's Degree

Tools

Salesforce.com

Job description

Overview

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Primary purpose of the role

The Marketing Development Associate (MDA) is to qualify and nurture leads that have been generated from marketing campaign activities to the point that the lead is sales-ready and can be effectively handed over to a salesperson to qualify and progress an opportunity. The MDA will contact and qualify cold target prospects (Suspects) and warm early-stage leads (Inquiries) to set appointments and accelerate lead conversions. The MDA will also ensure marketing qualified leads (MQLs) are sales-ready before passing them to sales.

Key Accountabilities

The following are the main responsibilities of the role against which performance is measured.

• Support the teleprospecting aspect of specified marketing campaigns as determined by the local Demand Manager
• Determine service and product needs for both new prospects and ongoing accounts.
• Identify prospects’ potential areas of need, profile the decision-making process, and interview decision-makers to assess needs and uncover internal agendas and timelines.
• Present qualified leads to the outside sales team, providing necessary account history, call comments, and company research.
• Accurately input all information into Iron Mountain's customer relationship management systems.

Competencies

• Proactive and confident in managing day-to-day activities and conversations across stakeholders
• Strong verbal and written communication skills in the language(s) required in the assigned market
• Knowledge of Iron Mountain's product portfolio and ability to understand customer needs and pain points to identify possible solutions
• Detail and process-oriented, with the ability to take accurate, detailed notes and manage leads through the lead process in Salesforce.com

Key Relationships

• Customer Care Manager
• Local Sales Teams
• Regional MDAs
• Customers and Prospects
• Direct manager, day-to-day oversight and interaction
• Key stakeholders, for buy-in and engagement
• Peers for support, learning, and idea-sharing
• Engage with customers and prospects daily as a key external stakeholder

Knowledge/Skills/Experience

Qualifications:

• Bachelor’s Degree
• Salesforce.com experience

Skills:

• Strong oral/written communication skills (English)
• Ability to work with minimum supervision, determined self-starter
• Ability to convince and to convey at times complex messages (internally at different levels of seniority and externally)
• Outgoing, enthusiastic, people-oriented, and customer-obsessed
• Process-oriented and detail-oriented with the ability to learn and use processes and technologies to manage leads and relationships
• Patience and determination in the face of objections and obstacles
• Experience using social media (LinkedIn)

Experience

• 2+ years of sales, marketing, customer service or call centre experience
• Ability to demonstrate phone etiquette and conversational skills

Category: Customer Support

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [e-mail]. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0092996